: Business Analyst / Senior Business Analyst (2 years on paper manager)

Team: Ops Excellence Team

Role Overview The Business Analyst / Senior Business Analyst will support the Ops Excellence team by driving structured reporting, operational analysis, stakeholder coordination, and governance activities for business process operations. This role requires strong analytical skills, disciplined execution, and the ability to translate data into clear, actionable insights for service delivery teams, support functions, clients, and leadership.

Key Responsibilities

Operational Reporting and Analysis

- Prepare, track, and publish accurate daily, weekly, and monthly operational reports in defined formats and within agreed timelines.
- Design transparent, concise reporting formats that provide accurate information for management, client, and leadership reviews.
- Analyze operational metrics, client data, financial information, and performance trends to support data-driven decision-making.
- Support MIS, status updates, milestone reporting, and governance reporting across clients, departments, and teams.
- Standardize similar reports and reporting practices across teams to improve consistency, accuracy, and usability.

Stakeholder Coordination and Continuous Improvement

- Coordinate with service delivery operations, organizational support functions, stakeholders, and leadership for governance connects and operational reviews.
- Collect, validate, analyze, and present ad hoc data requests with strong attention to accuracy and deadlines.
- Identify improvement opportunities, generate solution-oriented ideas,



and contribute to quality and operational excellence practices.

Qualification and Experience

- Graduate in any discipline with 68 years of overall relevant experience.
- 24 years of experience in team, function, or portfolio handling.
- Experience in domestic or international voice / non-voice support within customer business processes.
- Fair understanding of transition, project management processes, operational priorities, and growth support activities.
- Exposure to Ops Excellence practices, including quality measurement, performance tracking, and management reporting.

Must-Have Skills Analytical, Technical, and Business Skills

- Strong numerical, logical, and analytical skills with excellent attention to detail.
- Expert-level hands-on experience with Microsoft Excel and Microsoft Office tools, including commonly used formulas, pivot tables, advanced filtering, grouping, and structured reporting.
- Ability to interpret operational, financial, billing, utilization, demand-supply, and hiring-related data.
- Good understanding of hiring processes, resource demand and supply, billing, utilization, and internal resource pool fitment for open positions.
- Understanding of project-level supervisory hierarchy and span of control.
- Exposure to customer contracts,



Statements of Work, and Service Level Agreements.
- Experience using productivity tools and exposure to Generative AI tools.

Communication and Stakeholder Management

- Strong verbal and written English communication skills, with the ability to summarize insights clearly for stakeholders and leadership.
- Good organizational skills, professional stakeholder management, and the ability to act as a first point of contact where required.

Behavioural Expectations and Ways of Working

- Solution-oriented thinker with the ability to look beyond standard approaches and suggest practical improvement ideas.
- Flexible, self-driven, goal-oriented, ambitious, enterprising, and deadline-driven.
- Willingness to learn continuously and apply learnings in day-to-day work.
- Ability to maintain professional customer and stakeholder relationships.
- Commitment to maintaining organizational and client confidentiality.
- Open to working from office and flexible to support customer-required timings.
- Location – Hyderabad
- Rotational shifts with rotational offs.
- Candidate should be from BPO domain.
- SME CTC – 6-7.5LPA
- TM – 12.5LPA

Valid PAN Number - _____________________(Why PAN Required > Mandatory to Process Candidature & Find Duplicity in Internal PAN Validation Process and also to initiate a screening call. Please reach out in case of any queries.

Sonali Chattopadhyay I Associate People Success

Orcapod Consulting Services Pvt Ltd. Email I [email protected] www.orcapodservices.com

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📌 SME / Team Manager: Business Analyst / Senior Business Analyst (Hyderabad)
🏢 Orcapod Consulting Services
📍 Hyderabad